Palo Alto Networks · Montreal
Customer Support
Our Mission
At Palo Alto Networks®, we’re united by a shared mission—to protect our digital way of life. We thrive at the intersection of innovation and impact, solving real-world problems with cutting-edge technology and bold thinking. Here, everyone has a voice, and every idea counts. If you’re ready to do the most meaningful work of your career alongside people who are just as passionate as you are, you’re in the right place.
Who We Are
In order to be the cybersecurity partner of choice, we must trailblaze the path and shape the future of our industry. This is something our employees work at each day and is defined by our values: Disruption, Collaboration, Execution, Integrity, and Inclusion. We weave AI into the fabric of everything we do and use it to augment the impact every individual can have. If you are passionate about solving real-world problems and ideating beside the best and the brightest, we invite you to join us!
We believe collaboration thrives in person. That’s why most of our teams work from the office full time, with flexibility when it’s needed. This model supports real-time problem-solving, stronger relationships, and the kind of precision that drives great outcomes.Job Summary
As an Enterprise Customer Success Manager at Palo Alto Networks, you will play a key role in driving the growth and success of our business in Japan. You will work closely with mid-to-large enterprises to ensure that they derive maximum value from their investment in Palo Alto Networks (Idira products), whether perpetual or subscription-based, on-premise or cloud. Collaborating with Directors, Managers of Security, Security Engineers, Security Architects, and DevOps teams, you will help implement world-class Access and Identity solutions from Palo Alto Networks, leading to higher customer satisfaction, retention, and expansion of Palo Alto Networks Idira security footprint.
You will act as a change agent within your region, bringing best practices, innovations, and new capabilities to both internal and external stakeholders, and driving the success of Idira’s products across your portfolio of customers.
Key Responsibilities:
Customer Onboarding & Success: Own the end-to-end customer journey from onboarding to adoption and advocacy. Drive the successful implementation and continuous value of Idira products across your customer portfolio.
Strategic Planning & Execution: Collaborate with customers to develop tailored success plans and set critical goals that align with their objectives. Design and execute a value-driven roadmap to help customers achieve their desired outcomes.
Regular Engagement & Reporting: Establish regular touchpoints (weekly, monthly, quarterly) with customers to review progress, provide updates, and measure success. Use executive dashboards and program status reports to ensure alignment and track performance.
Trusted Advisor: Position yourself as a strategic advisor to customers, establishing deep relationships and trust. Proactively drive the continued value and adoption of Idira products and services.
Collaborative Partnership: Work closely with the Palo Alto Networks Account Team (including Account Managers, Solution Architects, Training, and Enablement) to identify opportunities for further product adoption and usage across different functions of the customer’s organization.
Customer Advocacy: Act as the voice of the customer internally, ensuring their needs and feedback are communicated effectively to relevant teams, and driving enhancements based on their input.
Proactive Engagement: Stay engaged with customers throughout their journey with Idira products, anticipating their needs and proactively addressing any potential challenges.
Customer Health Monitoring: Track key customer health metrics and KPIs. Identify potential issues early, and collaborate with Palo Alto Networks teams to address them before they impact the customer experience. Use internal tools like Gainsight to track customer activity and important data points.
Continuous Improvement: Identify areas of improvement in both the customer experience and in our products and processes. Drive initiatives to enhance customer satisfaction and success.
Renewal & Expansion: Support the Regional Sales Team by advising on key customer renewals and expansion opportunities within your region.
Qualifications
8+ Years of Relevant Experience: Extensive experience in customer success, consulting, post-sales technical account management, or similar roles, with a track record of delivering results and driving business value for customers.
Strong Consulting & Project Management Skills: Proven ability to serve as a trusted advisor, working with clients at all levels (technical and non-technical) to implement successful strategies that drive business outcomes. Exceptional project management skills with demonstrated success in managing complex, high-impact initiatives.
Experience with SaaS IAM or Enterprise Software: Previous experience working with SaaS Identity and Access Management (IAM) solutions, or within an enterprise software company, is highly desirable.
Expertise in Enterprise Security Products: In-depth understanding of enterprise security solutions and offerings, including familiarity with security strategies and technologies essential to safeguarding large-scale environments.
Cloud & On-Premise IT Landscape Knowledge: Strong knowledge of both cloud architecture and traditional on-premise IT environments, enabling you to navigate hybrid environments and deliver integrated solutions.
IT Security Strategy Expertise: Solid understanding of IT security best practices and frameworks, with practical experience in implementing security measures and strategies for complex enterprise systems.
Enterprise Directory Services Knowledge: Hands-on experience with enterprise directory services such as Active Directory, LDAP, Azure, and other identity management systems, including support and security operations.
Technological Foundation in Networking & IAM: A strong technological understanding of networking environments and IAM systems, with the ability to translate technical requirements into actionable solutions.
Exceptional Communication Skills: Excellent written and verbal communication skills, with the ability to distill complex topics into clear, accessible language for both technical and non-technical audiences, including executives and end-users.
Experience Presenting to C-Level Executives: Demonstrated ability to present complex technical topics to C-level executives in a simplified, business-oriented manner that drives decision-making. Ready to deliver Executive Briefing Center (EBC) presentations with confidence and clarity.
Our Commitment
We’re trailblazers that dream big, take risks, and challenge cybersecurity’s status quo. It’s simple: we can’t accomplish our mission without diverse teams innovating, together.
We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need, please contact us at accommodations@paloaltonetworks.com.
Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace, and all qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected characteristics.
All your information will be kept confidential according to EEO guidelines.
Is role eligible for Immigration Sponsorship? No. Please note that we will not sponsor applicants for work visas for this position.